"Alerted.org

, Poland

Job Family Group:

Commercial and Retail

Worker Type:

Regular (FTC) (Fixed Term)

Posting Start Date:

July 28, 2025

Business unit:

Downstream and Renewables

Experience Level:

Early Careers

Job Description:

Are you ready to be part of one of the world’s most exciting companies and support the future

of energy? Shell is launching a new Customer Operations team focused on EV drivers — and

we’re looking for passionate individuals to join us! No customer service experience? No

problem! We’ll train you. Just bring your language skills, enthusiasm and willingness to learn

Principle Accountabilities:

Customer Enquiries:

- Handle customer complaints, feedback, and compliments.

- Assist with promotions, offers, gift delivery, and membership queries.

- Manage logistics inquiries and collaborate with service providers to ensure customer

satisfaction.

Loyalty Management:

- Oversee the customer loyalty experience.

- Handle transaction and loyalty-related questions.

- Manage loyalty registration, data, and card issues.

- Perform fraud checks and support point redemption and transfers.

- Resolve loyalty complaints.

Process and Administrative Work:

- Use internal systems effectively and understand how they interconnect.

- Ensure accurate customer data by supporting data integrity.

- Collaborate with logistics companies and internal teams.

Digital and Touchless Support:

- Help customers on digital channels and encourage self-service.

- Respond to social media queries appropriately.

- Manage live chat inquiries on the website and mobile app.

- Support IT upgrades and projects with operational input.

Customer Operations:

This supports various customer fulfillment activities within Downstream Global Commercial,

aiming to provide the best customer experience and business value at an affordable cost.

Digital and Touchless Support

Provides customer support for loyalty programs, handles transaction and data queries,

manages digital channels, and supports social media with technical assistance. Supports

compliance checks and data integrity, and assists with IT upgrades.

Requirements:

Languages:

• English Language Proficiency – B2

• Dutch Language Proficiency – B2/C1

Other Skills & Experience:

• Bachelor’s degree preferred (Business related major) or equivalent experience

• Previous experience in Customer service

• Possess a strong Customer service ethic and ability to understand, meet and champion

the Customer’s needs, while staying within the policies and procedures of Shell

• Able to demonstrate a continuous improvement mind-set

• Demonstrate a willingness to be coached, showing an openness to feedback and

performance improvement opportunities

• Able to problem-solve independently, dealing with a range of uncommon queries

• Able to demonstrate resilience and patience, especially when interacting with

challenging Customers

• Able to demonstrate interchangeable communication skills, by communicating

effectively in writing, by phone, or by live chat and social media channels

professionally, accurately, and quickly.

What we offer:

• Hybrid work model and flexible working hours

• A vibrant and collaborative workplace culture

• Opportunities for learning, development, and career growth

• Exposure to global finance operations and transformation projects

• Competitive salary and benefits package

Please note that this is temporary role for 12 months.

_If you don't see yourself fully reflected in every job requirement listed on the posting above, we still encourage you to reach out and apply. Research has shown that women and underrepresented groups often only apply when they feel 100% qualified. We are committed to creating a more equitable, inclusive and diverse company and we strongly encourage applicants of all genders, ages, ethnicities, cultures, abilities, sexual orientation, and life experiences to apply._

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DISCLAIMER:

Please note: We occasionally amend or withdraw Shell jobs and reserve the right to do so at any time, including prior to the advertised closing date. Before applying, you are advised to read our data protection policy. This policy describes the processing that may be associated with your personal data and informs you that your personal data may be transferred to Shell/Shell Group companies around the world. The Shell Group and its approved recruitment consultants will never ask you for a fee to process or consider your application for a career with Shell. Anyone who demands such a fee is not an authorised Shell representative and you are strongly advised to refuse any such demand. Shell is an Equal Opportunity Employer.

You can be a part of the future of energy. Together at Shell, we are transitioning to become a net-zero emissions business while providing the energy that people around the world need today. Working with experienced colleagues , you’ll have the opportunity to develop your skills, in an environment where we value honesty, integrity and respect for one another. At Shell, you progress as we tackle the energy challenge together.

\#PowerYourProgress

Visit our careers site (https://www.shell.com/careers.html)

Shell has a bold goal: to become one of the world’s most diverse and inclusive companies, a place where everyone – from our employees to our customers, partners and suppliers – feels valued, respected, and has a strong sense of belonging.

Find out more about DE&I at Shell (https://www.shell.com/who-we-are/diversity-equity-and-inclusion.html)

Shell is a global group of energy and petrochemical companies, employing 96,000 people across more than 70 countries.

Whether they work on our platforms and pipelines, or in our offices and research labs, people are key to our success. They collectively determine our culture and we expect them to behave according to our values: honesty, integrity, and respect for people.

Learn more about our purpose and strategy (https://www.shell.com/what-we-do/our-strategy.html)